OMOTENASHI – The Art and Science

  • by admin
  • Course level: Intermediate

Description

Omotenashi is not an idealistic “concept”, nor a nostalgic memory from a bygone era in Japan. It’s a living hospitality and service culture, very contemporary and relevant across multiple commercial sectors and a phenomenon that delights the most demanding guests and customers in the world.

This unique eLearning course starts with the attitudes and behaviours that make Omotenashi such an effective philosophy and then builds on them to meet the western social and cultural context.


WHAT’S COVERED

  • The course introduces Japan, its history and high-context culture.
  • It explains “Omotenashi“. From ethos to guest experience.
  • Comparing this service psychology with western hospitality.
  • Teaching a range of new hospitality skills you can adopt.
     
 

What Will I Learn?

  • Learn how Japanese deliver "hospitality and service" and the "why" behind their extraordinary hospitality culture.
  • Then see how and why these techniques work so well and how to adapt them to a western setting.
  • Build the mindset into your setting, being intelligently empathic also highly effective.
  • Learn the secrets behind behind effective anticipatory service, with high-context communication skills.

Topics for this course

70 Lessons5h

INTRODUCTION AND WELCOME?

Introduction, Welcome, How To, FAQ
Let’s learn all about the Omotenashi Hospitality Culture

生き甲斐 – IKIGAI – WHY WE ARE HERE!?

A career in Hospitality is a wonderful thing but it is sometimes helpful to look more deeply into your motivation in order to make the most of your time doing it!

🔰 PART ONE – OMOTENASHI IN THEORY?

Part One We start by looking at the Japanese cultural background, what it is and where it comes from. That helps make sense of the OMOTENASHI philosophy, attitudes and hospitality behaviours we go on to learn about.

⛩️ INTRODUCTION TO JAPAN?

History is often shaped by geography and national cultures evolve through them. Time and Space. Japanese history is particularly interesting as it was little influenced by outside ideas until relatively recently. In this module we learn how.

RYOKAN – TRADITIONAL JAPANESE HOTELS?

Learn all about Ryokan, the traditional Japanese hotels. Understand the roots of modern Omotenashi hospitality Culture

CHADO – THE TEA CEREMONY BEHIND OMOTENASHI?

Learn about the ritual behind the ultimate guest hospitality ceremony that lies behind Omotenashi culture.

OMOTENASHI GUEST SERVICE PHILOSOPHY?

Omotenashi is essentially a unique philosophy that was created by the Japanese culture. But its meaning is sometimes confused by other terms and ideas that surround it.

THE OMOTENASHI GUEST EXPERIENCE MODEL?

Making sense of the word - as you will come across it in general use. How it has become a broad marketing term. Customer Xperience. Then see which elements go in to it.

思いやり OMOIYARI – THE QUALITY OF EMPATHY?

One of the three prized Japanese qualities lies behind all guest service moments.

気配り KIKUBARI – THE POWER OF ANTICIPATORY SERVICE?

Many people confuse Kikubari with Omotenashi. There is more to Omotenashi than anticipatory service And there is more than simple anticipatory service to Kikubari.

IN JAPAN, THE CUSTOMER ISN’T KING?

In the west we say some version of "The Customer is King". The Japanese also have a saying that appears similar until you translate it word for word. The actual translation explains a lot about their approach to hospitality and service.

HOSPITALITY. BUT NOT AS WE KNOW IT?

In many respects, omotenashi and hospitality are not the same thing. At least, not according to come academics...

🔰 OMOTENASHI SKILLS IN PRACTICE?

How the Omotenashi Experience works in practice and skills to learn to get good at it.

“HIGH CONTEXT” HOSPITALITY CULTURES?

Understand why Japan is the ultimate High Context culture and how that relates to understanding 5* hospitality in settings around the world.

THEIR SCIENCE OF GREETINGS?

How a consistent approach to greetings is the first step to deliving a consistent hospitality culture. And why.

THEIR CULTURE OF POLITENESS?

The importance of formality in Japanese culture and its relevance to 5* hospitality culture

THEIR HABIT OF ACTIVE LISTENING?

You may be listening "actively" but do your guests know you are?

THEIR COMFORT WITH APOLOGISING?

The important tinga bout apologies is that they should be genuine. Or at least be perceived that way.

JAPANESE PERSONAS IN HOSPITALITY?

The use and power of understanding guest personas and their customer journeys in hospitality settings

ADVANCED EMPATHY SKILLS?

The challenge of being both genuine AND empathetic nd effective in action

🔰 PUTTING IT ALL TOGETHER

SERVING THE FORGOTTEN 20%?

How to serve and delight the forgotten 20% of your guests. Who are they and why they are not forgotten in the Japanese hospitality context.

THE MAGIC OF CONSISTENCY?

If nothing else, Japan delivers a remarkablly consistent Customer eXperience. Why this is so important.

MINDFULNESS IN HOSPITALITY?

The relevance of mindfulness practice and awareness to the hospitality contect

🦠 OMOTENASHI AND THE NEW NORMAL?

Life after COVID19. The "New Normal" is probably here to stay. Applying Omotenashi skills and principles in the New Normal hospitality environment.

🙇 CONCLUSION AND THANKS?

Some final thoughts about the challenges facing anybody in a professional hospitality role these days and my hopes about what you have learned about in this course.

About the instructor

admin

CEO

I'm Paul Willis

 

I spent 27 years in professional services roles living in six countries across the Far East.  During those years I had the pleasure of travelling across much of Japan, enjoying their warm hospitality and extraordinary customer service.

I use this experience and material to motivate Customer Service and Customer eXperience professionals in U.K. to use this extraordinary Japanese service culture example to get inspired, get their teams engaged and get passionate about taking their service delivery to a higher level.
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1 Courses

2 students

£149.00

Material Includes

  • Videos to introduce concepts and topics.
  • Quizzes to reinforce your learning.
  • Interactivity to make learning enjoyable.
  • Links to additional information.

Requirements

  • Desktop, laptop or Tablet computer with a reasonably fast internet connection.

Target Audience

  • You're a polished hospitality professional with a career in a prestigious setting, probably in a front-line customer-facing role.
  • You believe in continuous professional development, often acquire new credentials and welcome new, interesting and positive ideas from other cultures.
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